If your company sells any sort of product, chances are you have a support team or call center to deal with customers. Some companies outsource to countries like India where labor can be hired for lower costs. Others keep their support team close by and within the same country. Regardless of the structure or location of your call center one thing always stands true. How do you manage and measure incoming call volume, problems resolved, types of issues, etc? It’s important to gather and analyze call center metrics to answer these questions.
Some call center products are bundled with these tools but most are weak or non-existent. This is where a dedicated solution that provides things like individual customer scorecards, detailed support metrics, and other key metrics that give managers needed insight into their call center team. As we learn more about these requirements and business needs, we start to notice companies like call-center-metrics.com pop up to fulfill these business needs.
Being a call center manager, it’s very important to understand overall customer service efficiency so you can improve your internal operations as well as reward your employees based on their performance. Say, for example one of your call center employees does a great job and you’re unaware of this deed. A post call survey for the customer would be able to provide an opportunity to give this feedback, hence later rewarding the employee.
All things set aside, call center metrics are very important and a necessity in all businesses. If you don’t have anything currently in place, I recommend checking out these trial versions and seeing for yourself. I personally haven’t used them yet but based on what I’ve read thus far, they could be a great solution for you.
If you have any other suggestions or comments about general call center metrics and how you currently measure them, please let us know!